Walk-in || Customer Relationship Manager - Service

Role & responsibilities

• Manage overall customer relationship activities for the workshop and aftersales operations.
• Drive customer retention, repeat service and service appointment conversion through proactive follow-ups.
• Monitor and improve CSI/NPS, customer satisfaction and overall workshop experience.
• Handle customer complaints and ensure timely resolution and effective closure of concerns.
• Oversee service reminders, post-service follow-ups and customer feedback processes.
• Coordinate with Service Advisors, Workshop, Parts and Service Management to resolve customer issues.
• Analyse customer data to identify lost customers, service due customers and retention opportunities.
• Ensure accurate customer records and follow-up activities are maintained in CRM/DMS.
• Prepare and review MIS reports, customer feedback, complaints and retention performance.
• Lead the CRM team in delivering a premium customer experience and strengthening long-term customer relationships.

Preferred candidate profile

• Graduate in Any Degree / Marketing / Business Administration with 5-10 years of experience in CRM or customer relationship management.
• Experience in automobile dealerships, car workshops, premium/luxury automotive brands is preferred.
• Strong expertise in customer handling, complaint resolution, service retention and CSI/NPS improvement.
• Excellent communication, team management, CRM/DMS and analytical skills, with a strong focus on customer satisfaction.